Gene's Chrysler Center
3400 S Cushman St, Fairbanks, AK 99701
The service department at Gene's is an absolute mess. They refuse to properly repair vehicles under warranty and when questioned, simply tell customers to leave. I recommend anybody with poor customer experiences to complain to corporate so that they can investigate the continued lack of customer service. Shame on them.
I only wish that Yelp offered less than one star because this dealership deserves nothing short of a lump of coal. On Sunday Feb 1, our brand new Jeep Cherokee Trailhawk stalled in Fairbanks, AK on the highway. Several failed attempts to start. Was able to get it towed to my work for the weekend and then had the vehicle towed to Gene's Chrysler on Monday morning. We were told that they cleared the engine codes, got the vehicle running and it was ready for pickup. We went to pick up the vehicle Wednesday evening and didn't even make it out of the parking lot before the Service Engine light illuminated.
We left the vehicle. Thursday we were again informed that the vehicle had been repaired. This time they did a PCM update. I read the service report and it indicated that there were several engine codes. All of them for cylinder misfires. I inquired about what they had done to investigate the misfire and was told that they did nothing...that they simply reprogrammed the computer and reset the codes. I assured the service advisor, Angelica, that the problem was clearly not addressed and that I suspected the vehicle would again break down. She assured me that it would not. The next morning my wife was stranded on the highway in a brand new Jeep Cherokee with just over 7k miles on it...the temperature outside..? -31F. Yes...thats a NEGATIVE 31 degrees fahrenheit!!!
We again had the vehicle towed to Genes. They then lost the paperwork and the keys for a half day. They were unapologetic for sending us out with a still-broken vehicle. They continually fed us BS about the problem, rather than admitting that they were stumped...
The diagnosis this time? The vehicle was due for an engine oil change!!!! REALLY??!!
Are you out of your mind??!! The recommended service interval on a 2013-2014 Chrysler vehicle with synthetic blend engine oil is 12months/10,000 miles. If there is excessive starts and or towing with the vehicle, that number goes down. Our CHANGE ENGINE OIL light came on on Saturday Jan 31....the day before it broke down on the highway. Am I to believe that if I do not change my oil the second that the light comes on, it will break down in less than 10 miles??!!!! Really??!!
The service manager, Terry, called me today, Saturday Feb 7 2015 and informed me that the vehicle was again repaired. I asked him what the problem was. He told me it was because we had not had them change the oil...The vehicle is only now 15 miles over the CHANGE ENGINE OIL light...keep in mind.
I told him that it was not the problem and he then told me to "Shut the F@&% up and listen to him"
I then called Lane Nichols, the owner of Gene's Chrysler and told him what his service manager told me and he told me not to bring the car to his dealership anymore.
We then went to the dealership to collect our vehicle and were asked to sign a statement saying that we were threatening to the staff and that the vehicle problem was due to poor maintenance. When we refused, the service manager, Terry, told us that he would call the police and have us arrested for 'stealing the vehicle'... yes, for stealing our own vehicle from their business after they had performed no billable work on. Really??!!
NOT TO MENTION....the vehicle, again, WOULD NOT START!!!! UNBELIEVABLE!! Still a broken vehicle. We have escalated the case to corporate. They were appalled. They have assigned the complaint to a case-worker who is supposed to contact us on Monday.
We then had the vehicle towed from the dealership.
Gene's is the worst dealership in town. Their mark up on vehicles (about 10 percent, noted next to the MSRP, which they explain as "the cost of doing buisness in Alaska) is not found at the Ford dealership. I purchased my Jeep for MSRP in Anchorage and drove it back up. Lithia in Anchorage even offered to ship it up here for 300 dollars, which still saved me over 2500 had I bought the same vehicle at Gene's. Their service department is also a disappointment. Go to Ford, or Honda, or really anywhere else.
I have had a HORRIBLE experience at Gene s. I have the original warranty on my vehicle and the radiator light came on this past Saturday. I will be moving back to Bama in 2 wks, so I took the vehicle to Gene s Monday at 8am to get on the ball. I was told when I dropped the truck off that they would try to squeeze the vehicle in if I could leave the vehicle with them all day; however, I was still asked to schedule for the 1st available appt this upcoming Thursday just in case it couldn t be squeezed in. I DID explain to them at this time that I would be moving and that didn t have time to waste. I was NOT offered a rental car. I called all week inquiring about my vehicle and each time, Jade (one of the clerks in the service dept), just offered to give me my keys back. By 2pm on Thursday, I still had not heard anything so I called them. I spoke with Mariah who told me that my vehicle was in the bay and that she would call me back with an answer by the end of the day. By 4pm, I still had not gotten a response so I called back and Mariah told me that they had to do 1 more test and that they would get back to me on Friday morning. Today, Mariah calls me and tells me I need a part replaced but now I only have a week before I leave AK and I have get it expedited here. Get this... Instead of having me pay the extra cost of the shipping for rushing the part, they re telling me that I have to pay 20% of the total cost of the product and that because of the product s weight, they re adding an extra $15 (even though I have the full manufacturer’s warranty). I was told that I could drive the truck as long as I didn’t leave it idle and that I could come pick the truck up. When I got there, Jade had my truck outside waiting and then she told me that I had to prepay what they quoted me. I explained to her that I don’t want to pay for the part until it was put on my vehicle. They’ve taken over a week just to look at it and because the part won’t be here until Tuesday (at the earliest), I didn’t want to prepay for something that I’m not sure they’ll be able to do before next Friday. When I explained this to Jade, she told me that I could not leave with the vehicle (even though they had not yet done any work and I hadn’t even signed anything for the part to be shipped to them). I asked for a manager and instead, Jade offered me a rental car. A tech then came told me that I risk blowing my engine if I drove the truck – contradictory to what I was just told 10 minutes earlier. I spoke with the service mgr, Terry, who basically told me that there was nothing he could do. After getting no where with the service dept, I asked to speak with the owner but, conveniently, he is out of town. I got directions from them to Budget rental car and they sent me to the wrong location. When I finally got to Budget, I was told that b/c I was under 25, there was a $15/day fee for the rental. I called Gene’s back and Jade had no compassion. She told me that she knew that Terry would not cover the fee but said she would ask him anyway. While I’m waiting for a response, I pull back into the lot at Gene’s and I see the mgr, Terry, leaving. I then asked if I could just get the paperwork on my truck, but per Jade, they don’t have any paperwork and won’t until the part is put on. I told her that anytime a diagnostic check is done, the dealer always gives the customer some kind of paper stating the problem, solution, and cost but she still denied me this. So now it’s Friday evening and they still have my truck, I don’t have a rental or even the paperwork to go by. I have called corporate and should be hearing back from them Monday. I am also going to file a complaint with BBB. After dealing with their attitudes and lies, I don’t want them working on my car and, hopefully, I will be able to get everything situated so that I can have it fixed when I get back in the lower 48. Good luck to anyone who has to deal with them in the future!!